© 2008 IBM Corporation

Service Request (SR) Tool

Jason Salares

Product Interlock Instructor, IBM Cognos support

Key Terms

Site - "Site" means any defined entity, such as a physical location or organizational unit, e.g., a department, division, subsidiary or cost center, of your Enterprise. A Site is identified by a Site number.

IBM Customer Number - An IBM customer number, known as "ICN" or "Customer ID", is a 7-digit code (made up of numbers and/or letters) that identifies a customer's IBM software support contract. ICNs are unique, and are related to a specific Site. You must know your ICN to be able to log a Service Request

IBM Web ID – An ID for www.ibm.com – anyone can instantly create a Web ID. You can use your Web ID to access restricted parts of the ibm.com website, provided you’ve associated your Web ID with a site or ICN

Logging Service Requests

There are two ways for customers to contact support:

– Via the Phone (1-800-IBM-SERV)

– Or via the Service Request Tool (SR) at www.ibm.com/support/servicerequest

There are no longer any restrictions on who can access support

– No more primary, secondary, or web contacts

- Anyone can open a support ticket (providing you know your ICN)

- Calling 1-800-IBM-SERV requires you to just know your ICN, but using the SR Tool on IBM.com requires further authorization

SR Tool Contacts – Cognos vs IBM

IBM support roles (SR Tool)

– Primary Site Technical Contact (PSTC)

– Secondary Site Technical Contact (STC)

– Authorized User

– Business Partner

Responsible for granting or

denying access to the

SR tool

Downloading Software

http://www.ibm.com/software/howtobuy/softwareandservices

You must have a web ID

You must know your site number

You must be authorized to download software (approved by the PSTC)

Fixes

– http://www.ibm.com/support/fixcentral/